VOLUNTEER: SHADOWING AND ON THE JOB TRAINING
Shadowing and On the Job Training
*All information correct at time of publication but may be subject to change at short notice.*
Shadowing is an important part of the training process. The training can only be useful if all trainees have attended shadowing sessions, so much so that we ask that all trainees have attended at least one session prior to, or in the same week as their first lot of training.
When you arrive to a shadowing session a team member will introduce you to the volunteer you’ll be shadowing that day.
The first set of shadowing is to provide the trainee with an awareness of what reception or an interview feels like. This is an important part of the process to help the trainee decide if they want to continue with the service and the training programme.
The volunteer you are shadowing will make time to have a debrief with you. This is where you will be given the opportunity to make notes and ask any questions.
All volunteers will start off by shadowing reception, drop in’s, pre-booked appointments and where possible caseworker appointments. This is not role dependent as it is important that all volunteers have awareness of the entire process. Remember this does include; face to face, telephone, web chat & email. Those wanting to train to assist clients will be expected to do so via all of the four channels.
At the office we have strict ground rules in relation to shadowing as stated in our confidentiality policy.
When you come into shadow you won’t be learning about the situations posed by clients, you will be looking at the techniques current staff and volunteers use when talking to clients. On the job training however will provide you with the tools and practical experience needed to complete the role, with the exception of the client focused roles. This is carried out by the staff and volunteers you are working with on that day.
We ask for the following commitment to shadowing to be completed prior and alongside the training programme:
- 2 - 3 half days sessions for reception
- 5 - 7 half day sessions for client focused roles
You should aim to shadow as many different volunteers as possible and with client focused role shadowing you should aim for; 5 face to face, 5 telephone and 5 email and web chat sessions.
The aim is to shadow all roles within the office to give you a holistic view of the service.